Abstract

Quality of service has become a tool to improve the passenger’s value that lead to their satisfaction level and retains loyalty. This study conducted in evaluating the Malindo Airline passenger’s satisfaction of Low Cost Carrier (LCC) in Malaysia. The purpose of this research is to evaluate the level of quality of service provided by Malindo Airline. In addition, the aim of this study is to identify the impact of quality of service and Malindo Airline passenger’s satisfaction. The sample for this research is the passenger’s of Malindo Airline in Kuala Lumpur. Convenience sampling was used in this study. Questionnaires have been distributed to 200 respondents in Subang Jaya Airport and KLIA 2. SPSS version 18.0 was used to analyse the data collected. Descriptive analysis, Pearson correlation, multiple regression, model are used to test on the impact of quality of service on Malindo Airline passenger’s satisfaction. The results showed that there is a positive correlation between quality of service and Malindo Airline passenger’s satisfaction among passenger’s of Malindo Airline.

 

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